Program Manager, Retail Online Customer Experience Survey System

Program Manager, Retail Online Customer Experience Survey System

Santa Clara Valley (Cupertino) , California , United States Corporate Functions To view your favorites, sign in with your Apple ID.

Posted : Nov 11, 2021 Weekly Hours : 40 Role Number : 200308764 Summary

Apple Retail focuses on delivering amazing customer experiences in our stores, through the Apple Store Online, and via phone and chat support from our customer care contact centers.

We connect millions of customers around the world to Apple products and services. The Customer Insights team gathers feedback daily across these channels to improve the experience and represent the voice of the customer to guide tactical and strategic initiatives across Apple.

We help inform and move what matters! We?re looking for a hands-on, dynamic project management professional to join our diverse team of PMs and Market Research Analysts.

As a PM, you will drive projects that optimize our global customer survey program for the Apples online store and retail contact centers, supporting thousands of team members and leaders worldwide.

You will join a supportive Customer Insights team that emphasizes learning, collaboration, and development and enjoys an important seat at the table with Apple Retail leadership. Key Qualifications

• Exceptional project management, analytical, coordination, and communication skills.
• Success in building efficient business processes, with a dedication to continuous improvement, quality, problem solving, and a willingness to challenge the status quo.
• Self-directed, motivated, and comfortable working in a fast-paced environment while partnering with and influencing cross-functional internal teams and vendors.
• Proven effectiveness in leading multiple concurrent projects of varying scopes through implementation.
• Keenly detailed, while still being able to communicate key ideas and benefits to non-technical teams and senior management.
• Motivated to support a key worldwide program that involves dozens of countries and languages with high visibility and impact.

Description

Our team uses multiple survey methods to continuously monitor and understand consumers' experiences across Apple Retail. We share compelling and useful insights from the data with leadership, partners, and team members in our stores and contact centers.

As the business evolves, our surveys do, too. Your responsibilities include all facets of project management, from inception to delivery, for our survey infrastructure, operations, and program enhancements.

This is not a task-based job; you will play a key role in business requirements analysis, functional and technical design discussions, working with key strategic partners, and the overall program strategy and vision.

You will drive quality, technical issue resolution, sampling, translations, data integrity, communication, reporting design, access, and more.

To be successful on our team, you should be customer focused, flexible, and able to build strong relationships with our technical and vendor teams.

Collaboration with business partners, other Program Managers, and Market Research Analysts on the team to understand their needs and implement solutions is essential.

Education & Experience

Minimum of 5 years of project management experience. Bachelors Degree or equivalent industry experience. Additional Requirements

• The following skills would be a bonus :
• Experience working in an Apple Retail Store or Retail Customer Care contact center.
• Alternatively, other experience in retail, technology, e-commerce, or contact centers, ideally with multi-channel platforms.
• Quantitative market research background is beneficial, especially with international research and on the vendor side.
• Working knowledge of querying databases, especially Teradata with SQL, and with reporting visualization tools, such as Tableau.

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